I'd like everyone to take a look at the following article because I find it of great interest to our business when handling customer complaints.
Moving is a stressful for everyone, in fact, it's definitely in the top 3 most stressful points in any persons life-- especially when a homeowner has multiple closings occuring at once. I find that the slightest problem or error, although it may be menial and not the end of the world, can in fact be the end of the world for most in this situation.
So, although many things are out of our hands... traffic, logistical hurdles, ample time, misunderstandings, miscommunication, accidents, surprises, delays... there are things we can do to help ease our customers...
There is great benefit to being such a small family based business... we can easily change our course of direction and make necessary changes to keep our customers happy, and according to this article; refunds and discounts are not the answer...
Just a thought for today.
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